Betovo Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Hello I deposit yesterday in four different transactions 200.10,40,50,100 I won a bet and I have 280 in total .I passed the verification,they told me that I am verified .I made two different withdrawals one of 250 euros and one of 30.They closed my account and said to me that Greece is not allowed area and that they keep the money.They have site for Greek players and they knew that I am from greece .

I want only the money from the deposits back I don't care about the winnings but they should tell to clients from greece that can't play there

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Koskos,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

• Could you please clarify when exactly you created your casino account and when it was closed?
• Did you accumulate your winnings with or without an active bonus?

Best regards,

Kristina

The account was opened on Saturday night, October 11th, and they closed it on Sunday, October 12th. I didn't get any bonuses, only money was used.

Ο λογαριασμός άνοιξε το Σάββατο το βράδυ στις 11 Οκτωβρίου και μου τον έκλεισαν την Κυριακή στις 12 Οκτωβρίου .Δεν είχα πάρει κανένα μπόνους καθαρά χρήματα χρησιμοποιηθηκαν

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Koskos,

I'm Michal, and I have taken over your complaint. I have examined this case, and could you kindly confirm whether you were able to select Greece in the registration form and have entered your address in Greece in the casino account?

I have double-checked the casino's registration form, and Greece is not an available country to select for me.

I have tried this even in the Greek language version of the casino's webpage. You mentioned: "I passed the verification,they told me that I am verified ." Can you please forward me any evidence of this?

I will contact the casino to shed more light on this matter.

We would like to invite Betovo Casino to join the conversation.

Dear Betovo Casino,

While I understand that you do not accept players from certain countries, and as mentioned, I was not able to select Greece in the registration form, can you please provide clarification on how the player was able to register and deposit money?

Should there be any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

I sent all my documents that have a Greek address. I spoke to the chat and they told me that everything is ok and that I only need to send a document from the Greek bank as Revolut is not available for withdrawals. Also, my account status said verified. Unfortunately, all of this because they closed my account, I cannot prove it. When they also ask for verification by phone, they have a Greece option, that is, you have to choose the code +30 to get the confirmation message.

Έστειλα όλα τα έγγραφα μου που έχουν ελληνική διευθυνση.Μιλησα με το chat και μου είπαν ότι όλα είναι οκ και ότι χρειάζεται μόνο να στείλω έγγραφο από την ελληνική τράπεζα καθώς η ρεβολουτ δεν είναι διαθέσιμη για αναλήψεις.επισης στο στάτους του λογαριασμού μου έγραφε επαληθευνενος.Δυστυχως όλα αυτά λόγω ότι μου έκλεισαν το λογαριασμό δεν μπορώ να τα αποδειξω.Οταν επίσης ζητάνε επαλήθευση με το τηλέφωνο έχουν επιλογή Ελλάδας δηλαδή να επιλέξεις τον κωδικό +30 για να σου ερθει το επιβεβαιώτικο μηνυμα.

Hello,

Thank you for reaching out.

Your request has been referred to the appropriate department for further review and consideration. Please rest assured that we take such matters seriously and are committed to addressing them in full accordance with applicable standards.

Your patience is greatly appreciated, and an update will be provided as soon as possible.

Best regards,

Betovo Team

Thank you. I await your response. I don't think I will ever get my money because from the beginning it is clear whether a company is serious or not. From then on I want it to be recorded so that no other person falls into their trap.

Σας ευχαριστώ.αναμενω την απάντηση σας.δεν πιστεύω ότι θα πάρω ποτέ τα χρήματα μου γιατί από την αρχή φαίνεται αν μια εταιρεία είναι σοβαρή ή δεν είναι.Απο εκεί και πέρα θέλω να καταγράφει ώστε κανένας άλλος άνθρωπος πέσει στη παγίδα τους

Hello,

Thank you for the opportunity to clarify this matter.

During the verification process, it was identified that the customer provided false and misleading information at registration. All submitted documents are carefully reviewed manually by our verification team, and the discrepancies were confirmed during this process.

As this constitutes a clear breach of the Terms and Conditions, the account has been permanently closed and all associated funds voided.

Furthermore, for other queries or for further information, we kindly ask you to get in touch with us via our associated e-mail address.

Best regards,

Betovo Team

Please provide us with detailed information about the false information so that the rest of us can understand it. Keep the 280 euros, you probably need them a lot. THIEVES

Να μας αναφέρετε αναλυτικά τις ψευδείς πληροφορίες να καταλάβουμε και οι υπόλοιποι.Κρατηστε τα 280 ευρώ μαλλον τα έχετε πολύ ανάγκη .ΚΛΕΦΤΕΣ

Dear Betovo Team,

Please forward me any evidence that the customer provided false and misleading information at registration to michal.k@casino.guru

Hello,

Thank you for the opportunity to provide a reply to this case.

While we understand that the evidence plays an important part in resolving a case, we would like to highlight the fact that we are taking into consideration the safety and security of the customers' details and documents.

While we cannot disclose such information publicly, we are highlighting the main factor that was presented in this thread by the customer, mentioning the set of a different country at the time of registration.

We hope this clarifies this matter, and we are here for any other required information.

Thank you and best regards,

Betovo Team

THIEVES. Don't return the profits, return the initial funds. THIEVES, I hope you use them on medicines. SCAMMERS

ΚΛΕΦΤΕΣ.τα κέρδη μην τα επιστρέψετε επιστρέψτε τα αρχικά κεφάλαια.ΚΛΕΦΤΕΣ μακάρι να τα χρησιμοποιήσετε σε φάρμακα.ΑΠΑΤΕΩΝΕΣ

Dear Betovo Team,

It is important that no sensitive information is disclosed publicly. I am uncertain where in the complaint thread you observed the player stating that they registered with a different country. I discovered that Greece is not included in the registration form, which may imply that the player entered a different country. Nevertheless, to validate this rule violation, I require valid evidence.

I would like to kindly ask you once more to send the supporting evidence to me privately at michal.k@casino.guru for review. Without this information, I am unable to confirm your assertions.

Hello,

Thank you for your swift replies.

We would like to highlight that your actions and requests were duly noted, and they will be reviewed accordingly in order to resolve this matter as soon as possible.

We appreciate your understanding and the time taken to follow up on this matter.

Best regards,

Betovo Team

Dear Betovo Team,

Thank you for your response. I'm looking forward to your email with the evidence.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We would like to emphasize our ongoing commitment to maintaining the security and privacy of our customers and their personal data, they provide through the platform.

In this regard, please be informed that we are requesting a public confirmation from the customer indicating their agreement with this approach, specifically granting permission to share certain private information from their account, such as their proof of address and any additional information required in order to clarify this matter.

Best regards,

Betovo Team

Dear Koskos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I accept.

Ναι αποδέχομαι

Hello,

Please be informed that the requested information was provided via e-mail to you, Michal.

We hope this brings more clarity in this case, and we are open to any further questions.

Best regards,

Betovo Team

Dear Betovo Team,

Thank you for your email. I have responded back and am awaiting your response to evaluate the situation comprehensively.

Hello,

Please be informed that we replied to your e-mail a few moments ago.

Best regards,

Betovo Team

Thank you for all the information and evidence, Betovo Team

Dear Koskos.

Upon reviewing the account details you provided during registration, it has become apparent that you selected a different country altogether, instead of Greece as you indicated. In fact, you entered a complete address from a completely different nation. It is crucial to highlight that Greece was not available as a selection option. All of this suggests that you have deliberately chosen a different country to complete your registration in order to participate, which constitutes a clear violation of the casino's regulations, making you ineligible for any winnings or other funds, as it is a basic requirement for all players to provide truthful and accurate information in their accounts. The casino team acted in accordance with their established rules, which you agreed to upon registration.

In light of the points mentioned above, I will now proceed to close this case as rejected – Unjustified.

I highly encourage you to take the time to familiarise yourself with the terms and conditions of any casino and ensure that you meet the eligibility criteria to play there. If you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru